Week 10

The article for this week is "Unbundling the Corporation", but instate of discuss about the article, I would like to discuss the video present by Paul Bennt. The video is made by TEDTALKS, TED stands for Technology, Entertainment, Design. It started out (in 1984) as a conference bringing together people from those three worlds. So, I spent sometime to watch other video on the TED website, and I found its very interest, therefore, this is the first thing I like to sure this week.

Back to Paul Bennet's video, he is a creative director at the influential design and innovation company ideo. "Small is the new big,"Bennett says. And his design approach reflects this philosophy. For often, it's not the biggest ideas that have the most impact, but the small, the personal, and the intimate. He try to explain in the video by using some example, I specially like the idea of IKEA to design a storage system for kids. The designers actually put their view in a kid's position when design the system.

Another example is the handle device for nurse, the normal handle device is operate by two hands, but it is impossible for a nurse using both hand to operate the device, therefore Paul design a new device with a touch screen which can be operate by one hand.

The important message is product design must suitable for the users' need, and try to put yourself in a position of user is the hard part, especially as system designer. We have been using and learning technology for quite a long time, but there are still people not very used to technology, so it is important to design a system as design for beginner.

Week 8

This week reading is about Synchronize, nowadays company normally separate different division/department by different functions, services, or product line. But, each division/department may have different database, it leads to sometime different salesman from different department will reach to the same customer, it is not only wasting company's resource, but also confuse the customer. This article use the 3M and Rewiring Thomson Financial to explain the importance of Synchronization. 3M using a global data warehouse to provide consisted service to its customers, by allow them to using a single website to get all the product information they required, and also search for related product. Rewiring Thomson Financial also implement new IT infrastructure to synchronized its products, creating a set of tailored offerings for individual customer segments. And it save IT department 50% of its budget. In my opinion, the main different between 3M and Rewiring Thomson Financial, is first is more product oriented and another is more customer oriented, it is important to understand the natural of business and decide which type of oriented to be implement.

Week 7

The reading for this week actually matches the topic of my assignment, the "Knowledge Management in the Introduction of CRM Systems." It explain the role of KM plays in a CRM system and fellow by a IBM case study. When IBM implemented CRM system, it is driven by the senior manager and Implement across IBM- Worldwide. The issue IBM facing when develop this project is, the CRM system needs strong knowledge and accuracy of data to support. Knowledge management is the process of capturing, storing, retrieving and distributing the knowledge of the individuals in an organisation for use by others in the organisation to improve the quality and/or efficiency of decision marking across the firm, the primary enabler of knowledge management efforts is the power of contemporary information technologies. Personally, I believe that CRM and KM are a cycle process, it really help me understand the relationship between them by doing this research. Finally, it can be concluding as CRM require strong KM to support, and KM require CRM to provide quality customer information, by doing this organisation can develop a long term relationship with its customers and increase the competitive advantages.